Zendesk Delivers The Most Efficient Way To Engage With Customers On Facebook

MELBOURNE, AUSTRALIA – December 15, 2011 – Zendesk, the proven cloud-based help desk software provider, today announced Zendesk for Facebook, enabling customer service teams to engage with their Facebook users from within Zendesk. This helps to ensure satisfaction even when customers choose to communicate with a company through social media.

“Communicating with customers via social media has created a fundamental shift in customer service,” said Mikkel Svane, Zendesk’s CEO.“Studies have shown that even the biggest companies have an ad hoc approach to social media, resulting in unhappy customers. By having Facebook posts flow right into a company’s help desk software, support teams can engage immediately, helping to ensure greater customer satisfaction.”

Social media has given the customer a very powerful voice. A public outcry through social channels over a company’s misstep can be devastating to a business due to the viral nature of these media. Companies need to keep a close eye on what customers are talking about so they can react swiftly before a situation that could have been easily fixed becomes a public relations disaster.

Now support teams can quickly respond to Facebook wall posts without ever having to leave the Zendesk interface where they spend their working hours. Zendesk for Facebook delivers a quick, easy way to boost support teams’ productivity, enable collaboration and improve responsiveness.

“For a small to medium sized business like mine a tool like this has the power to make a lot of difference,” said Shawn Smith, Director, Hypnotic Zoo.“With so many people now having a Facebook page, the medium is proving a key communication channel for us. But whereas before checking Facebook had to be done as a separate task, now automated triggers pick up comments and feed them straight into our support team. This helps saves us time and means that these enquiries are dealt with in the same professional way as any other we get in, and they feed in our reporting systems and audit trails. In addition the integration process was totally painless."

“We have been utilising Zendesk heavily for our existing customer support and it has proven itself to be an effective, accessible and easy to use solution,” said Sheng Yeo, Managing Director, Orion Virtualisation Solutions.“As part of this, we already integrate Twitter into Zendesk. From this experience we can see that interacting with our customers via other channels, such as Facebook, offers us a key way of communicating with our customers and driving business. It is great to be able to support customers through any means they feel like contacting us on, and we look forward to using this facility more going forward."

Zendesk for Facebook is available now. Learn more at zendesk.com/facebook

About Zendesk
Zendesk is the leading provider of proven, cloud-based help desk software. For growing organizations, Zendesk is the fastest way to enable great customer service. More than 10,000 Zendesk customers, including Adobe, MSNBC, Sony, OpenTable and Groupon, trust Zendesk with their most valuable assets: their customers, partners, and employees. Founded in 2007, Zendesk is funded by Charles River Ventures, Benchmark Capital and Matrix Partners. Learn more at www.zendesk.com.